Senior Guest Experience Officer (Contact Centre)

Mandai Wildlife Group; Singapore; On-site; SGD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic Guest Experience Manager to enhance visitor satisfaction at a unique wildlife destination. In this role, you will engage with guests, manage inquiries, and provide solutions to ensure a memorable experience. You will collaborate with various teams to uphold service quality and assist in staff training. If you thrive in a fast-paced environment and have a passion for wildlife and customer service, this opportunity is perfect for you. Join a team dedicated to creating unforgettable moments for visitors while working in a vibrant and eco-friendly setting.

Qualifications

• Minimum 1 year of relevant experience in customer service.
• Strong interpersonal and communication skills required.

Responsibilities

• Manage guest enquiries and feedback across various platforms.
• Collaborate with departments to enhance guest experience.
• Assist with reporting and updating of SOPs.

Skills

Interpersonal Skills

Communication Skills

Problem Solving

Adaptability

Customer Service

Education

Diploma

Job description

Mandai Wildlife Group is the steward of Mandai Wildlife Reserve, a unique wildlife and nature destination in Singapore that is home to world-renowned wildlife parks which connect visitors to the fascinating world of wildlife. The Group is driving an exciting rejuvenation plan at Mandai Wildlife Reserve, adjacent to Singapore’s Central Catchment Nature Reserve, that will integrate five wildlife parks with distinctive nature-based experiences, green public spaces and an eco-friendly resort.

Job Duties and Responsibilities

1. Be well-versed in information of all 4 Parks (Singapore Zoo, Night Safari, River Wonders, and Bird Paradise).
2. Effectively manage guests’ enquiries and feedback within set SLAs and via various channels and platforms (which include, but are not limited to, emails, calls, livechat, and social media).
3. Able to identify problem statements/issues and provide appropriate handling for escalated cases.
4. Maintain a high standard of quality responses to guests to uphold service quality standards and ensure consistency.
5. Work with various departments and stakeholders within MWG to enhance guest experience and satisfaction.
6. Support in reporting key feedback cases to management and collaborate with relevant teams to effect satisfactory solutions.
7. Handle rostering and training of staff.
8. Manage situations that require problem solving and innovative solutions.
9. Assist with monthly reports and updating of Standard Operating Procedures (SOPs).
10. Assist with adhoc projects for the Guest Experience Management team as required.

Job Requirements

1. Minimum Diploma.
2. Minimum 1 year of relevant experience.
3. Strong interpersonal and communications skills (English).
4. As enquiries and feedback may be in various languages, proficiency in other languages, such as Mandarin, Tamil/Hindi, Japanese or Korean will be advantageous.
5. Previous customer service experience will be preferred.
6. Quick-thinking, adaptable, able to thrive in a fast-paced environment.
7. Strong team player, but also comfortable to work independently where required.
8. Able to work on weekends and public holidays.
9. Able to work until 8pm or later (as required), on shift.